Strategies for Telehealth Implementation

Telehealth is an important clinical delivery model, especially for home-based providers during the COVID-19 pandemic. Here are some practical implementation considerations:

Practice Implementation

• Consider current and future COVID-related workflow needs when selecting a technology vendor
• Train staff by conducting mock virtual visits among team members
• Develop documentation templates and educate staff on documentation and consent requirements
• Define the scheduling process (e.g., time slot allotments for virtual versus in-person visits)
• Use support staff to set up the visit with patients/caregivers before connecting the provider

Provider Telehealth Etiquette

• Conduct visits in a well-lit, private space; choose solid-colored clothing/backgrounds
• Greet patients as you would normally, consider showing your I.D. badge to new patients
• Set camera at eye level, maintain eye contact, and explain if and why you need to look away
• Speak in a normal tone of voice using empathetic speech and body language
• Keep “lag time” of technology in mind, allow for pauses
• Communicate next steps (e.g., follow-up appointments, prescriptions)

Post-Visit

• Conduct patient and caregiver satisfaction surveys, analyze feedback
• Identify outcome metrics (e.g., number of successful visits, phone versus video, technical difficulties, billing level)
• Discuss challenges and successes with your team
• Conduct internal monitoring and audits to ensure documentation and compliance requirements are met for all types of telehealth encounters